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Article
Publication date: 16 November 2012

Sumeyra Duman Kurt and Banu Atrek

The purpose of this study is to classify and assess the importance levels of the quality attributes of E‐S‐QUAL measurement scale, aiming to focus on the most important…

2015

Abstract

Purpose

The purpose of this study is to classify and assess the importance levels of the quality attributes of E‐S‐QUAL measurement scale, aiming to focus on the most important attributes to improve.

Design/methodology/approach

E‐S‐QUAL measurement scale is classified according to Kano's model and the relative importance levels of the E‐S‐QUAL quality attributes are revealed via analytical hierarchy process (AHP). The data of the study were gathered through a questionnaire, which consisted of four parts and was applied to 202 online shoppers in Izmir/Turkey.

Findings

Almost all of the quality attributes are placed under one‐dimensional category. Privacy dimension is found to be a high value‐added attribute, whereas the least important attributes are found to be within the efficiency dimension. None of the quality attributes of E‐S‐QUAL are regarded as attractive attributes.

Practical implications

This study is expected to attract the attention of practitioners on the most important quality attributes that affect customer satisfaction, which will help them reduce the time‐consuming and heavy efforts on improving the e‐service quality attributes that would not matter to the customers. The authors hold that the proposed evaluation of e‐service quality measurement scales, in general, provides an effective and operational procedure to assess customer perception toward the quality of online service; so that firms can achieve higher levels of customer satisfaction through increasing the level of quality of their online services

Originality/value

This study is expected to contribute to the literature, as being the primary study focusing on the classification of E‐S‐QUAL quality attributes through Kano's Model by determining the relative importance levels via AHP.

Details

Managing Service Quality: An International Journal, vol. 22 no. 6
Type: Research Article
ISSN: 0960-4529

Keywords

Article
Publication date: 23 March 2012

Ilias Santouridis, Panagiotis Trivellas and Georgios Tsimonis

The purpose of this paper is to examine the applicability of the electronic service quality measurement instrument E‐S‐QUAL and its factor structure in the context of…

3577

Abstract

Purpose

The purpose of this paper is to examine the applicability of the electronic service quality measurement instrument E‐S‐QUAL and its factor structure in the context of e‐commerce in Greece. Also, to investigates the effects of E‐S‐QUAL factors on customer perceived overall quality, value and loyalty.

Design/methodology/approach

Field research was conducted by using a structured questionnaire, utilizing the E‐S‐QUAL model and replicating the work of the model's developers. Principal component analysis, reliability tests and multiple regression analyses were performed to both confirm the scale factor structure and answer the research questions.

Findings

The analysis of the research data confirmed the four factor structure of E‐S‐QUAL in the context of e‐commerce in Greece and produced similar results to those of the initial research. Efficiency was proved to be the highest ranked dimension since it has a significant positive effect on all three dependent variables, namely perceived overall quality, value and loyalty. Privacy has a positive significant effect on both perceived overall quality and value. Fulfillment was found to have a significant positive effect only on perceived overall quality, while service availability affects positively only perceived value.

Originality/value

The present study contributes to the examination of E‐S‐QUAL's applicability in different settings and to the verification of its factor structure. Moreover, the study provides useful insight into the effect of electronic service quality on customer perceived value and loyalty.

Details

International Journal of Quality and Service Sciences, vol. 4 no. 1
Type: Research Article
ISSN: 1756-669X

Keywords

Article
Publication date: 5 February 2018

Manimay Ghosh

The purpose of this paper is to examine the applicability of electronic service quality instrument, E-S-QUAL, in e-commerce industry in India. Additionally, the efficacy…

1002

Abstract

Purpose

The purpose of this paper is to examine the applicability of electronic service quality instrument, E-S-QUAL, in e-commerce industry in India. Additionally, the efficacy of the instrument is also examined for two sub-groups of users based on frequency of usage.

Design/methodology/approach

Field research was conducted with a modified version of the instrument. The data collected were analyzed using multivariate techniques.

Findings

The study confirms the validity of the four dimensions (efficiency, fulfillment, system availability, and privacy) of E-S-QUAL instrument. All four dimensions were found to be significant predictors of perceived value. Efficiency and fulfillment were significant predictors of overall perceived quality. Perceived value had a positive and significant relationship with loyalty. The two relationships were further examined for two sub-groups of web users based on the frequency of usage. For heavy users of websites, all four dimensions were significant predictors of perceived value. For predicting perceived value in respect of light users of website, efficiency, fulfillment, and privacy were important determinants. The relationships among latent constructs were checked using structural equation modeling and the model was found to be acceptable. The result showed that electronic service quality affected perceived value, which, in turn, affected loyalty toward a website.

Originality/value

This paper makes an attempt to replicate the four dimensions structure of E-S-QUAL instrument on online shopping sites in India thus enhancing its external generalizability. Additionally, the paper investigates the association of the four aforesaid dimensions with perceived value and overall perceived quality for two sub-groups of users: frequent and non-frequent. The cornerstone of this particular study is to examine the frequency of usage as deterministic parameter for perceived value and overall perceived quality.

Details

International Journal of Quality & Reliability Management, vol. 35 no. 2
Type: Research Article
ISSN: 0265-671X

Keywords

Book part
Publication date: 26 August 2020

Sanghamitra Dalbehera

Due to the development of Information and Communication Technologies, the scenario has changed in modern library services such as access to electronic or digital…

Abstract

Due to the development of Information and Communication Technologies, the scenario has changed in modern library services such as access to electronic or digital collections, web portals, personalized services, online library instruction, e-reference service, online document delivery, helpdesk services and electronic publishing. Today many university libraries in India offer electronic information resources to their users in order to satisfy their information needs. Managing the development and delivery of electronic library services is one of the major challenges for these libraries. The University libraries in Odisha state which is situated at the eastern part of India gradually transformed their traditional library services to e-services. Thus, it is important to understand and conceptualize library service quality in the web-based service environment and how it can be accessed. In this chapter, E-S-QUAL model is adopted to identify the criteria to assess the service quality of library website of Siksha ‘O’ Anusandhan (SOA) University located in Bhubaneswar city of Odisha from the research scholars’ viewpoints. The purpose of this study is to investigate the effects of E-S-QUAL dimensions such as efficiency, system availability, fulfillment and privacy on user’s perceived value, e-service quality and e-loyalty that influence the digital library services. With an empirical data set including 350 valid questionnaires collected through online survey from the research scholars of SOA community, the result provides a foundation for better understanding research scholars’ perceptions on e-service quality for libraries. This information is also useful to universities’ libraries website designers and service providers and in the management of web-based services.

Details

International Perspectives on Improving Student Engagement: Advances in Library Practices in Higher Education
Type: Book
ISBN: 978-1-83909-453-8

Keywords

Article
Publication date: 1 January 2006

Minjeong Kim, Jung‐Hwan Kim and Sharron J. Lennon

Purpose – This paper aims first, to identify online service attributes that facilitate efficient and effective shopping, purchasing, and delivery based on the modified…

10365

Abstract

Purpose – This paper aims first, to identify online service attributes that facilitate efficient and effective shopping, purchasing, and delivery based on the modified E‐S‐QUAL scale and, second, to evaluate the extent to which current online retailers provide such service attributes as an objective measure of service performance. Design/methodology/approach – A content analysis of 111 women's apparel retail web sites was conducted to assess online retailers' performance in providing online service attributes. Findings – The overall extent to which current online retailers provide online service attributes appears to be low. Managerial implications are provided to help online retailers improve their service performance. Originality/value – This study provides an objective way to evaluate online retailers' service performance and thus complement existing online service quality research based on consumer perceptions and evaluation of online service quality. In addition, the coding guide developed in this study provides an easy and practical tool that can be used by online retailers for the self‐assessment of online service performance.

Details

Managing Service Quality: An International Journal, vol. 16 no. 1
Type: Research Article
ISSN: 0960-4529

Keywords

Article
Publication date: 27 May 2014

Suresh Kandulapati and Raja Shekhar Bellamkonda

The purpose of this paper is to measure the service quality of online shops using E-S-QUAL and validating the tool in an Indian context. Also, the study examines the…

3149

Abstract

Purpose

The purpose of this paper is to measure the service quality of online shops using E-S-QUAL and validating the tool in an Indian context. Also, the study examines the mediating role of service value on the relationship between service quality and customer satisfaction in the context of online services.

Design/methodology/approach

An online survey is conducted by administering a structured questionnaire to online shoppers in India. The dimensions of E-S-QUAL (Parasuraman et al., 2005) are adopted without revision to measure electronic service quality (e-SQ) of online shops. Structural equation modeling, reliability tests, analysis of variance (one-way), correlation and regression analysis are performed through SPSS and AMOS.

Findings

The study reveals that E-S-QUAL as developed by Parasuraman et al. (2005) is valid for measuring e-SQ in the context of Indian online shopping. The study proves that there is a significant impact of perceived e-SQ on perceived service value. Further, perceived service value mediates the relationship between e-SQ and customer satisfaction.

Originality/value

The study helps the online service providers/e-commerce industry to understand e-shoppers’ perception and e-SQ in India. Also, it can contribute to formulating the best e-marketing strategies by which to tap into the e-shopping market in India.

Details

American Journal of Business, vol. 29 no. 2
Type: Research Article
ISSN: 1935-5181

Keywords

Article
Publication date: 12 March 2018

Olumide Olasimbo Jaiyeoba, Totwana Tito Chimbise and Mornay Roberts-Lombard

The purpose of this paper is to establish the level of usage of e-services (websites and e-mail) by Botswana Public Officers Medical Aid Scheme (BPOMAS) and PULA Medical…

Abstract

Purpose

The purpose of this paper is to establish the level of usage of e-services (websites and e-mail) by Botswana Public Officers Medical Aid Scheme (BPOMAS) and PULA Medical Aid (PULA) customers; the level of satisfaction; perceived value; and benefits derived from the website and e-mail services.

Design/methodology/approach

In total, 200 BPOMAS members and 100 PULA members were sampled. Systematic sampling technique was used to select the participants. A questionnaire mainly guided by the E-S-QUAL and E-RecS-QUAL scales was designed to gain an in-depth understanding of customers’ perceptions and experiences of e-service quality.

Findings

It was established that there is a positive and significant relationship between the usage of e-services and benefits derived from e-services and between the usage of e-services and satisfaction. In addition, a nexus of relationship was observed between perceived value of the e-services and satisfaction.

Research limitations/implications

The management of healthcare services in Botswana needs to understand customers’ value perceptions of e-services and e-service quality in order to establish where to make the most of their efforts.

Practical implications

The managers of healthcare insurance providers should consider stepping up e-service usage and satisfaction levels, supported by client-centred training programmes, to assist clinicians deliver care to the expectation of patients.

Originality/value

There is an acute lack of research in the Botswana context, particularly into the link between e-service usage and satisfaction in the health insurance industry. This paper contributes to the extant literature by elucidating the nexus of relationship between e-service usage and satisfaction in Botswana.

Details

African Journal of Economic and Management Studies, vol. 9 no. 1
Type: Research Article
ISSN: 2040-0705

Keywords

Article
Publication date: 30 August 2011

Luc Honore Petnji Yaya, Frederic Marimon and Marti Casadesus

The purpose of this paper is to investigate whether ISO 9001 certification by banks affects customers' perceptions of e‐service quality (and hence customer satisfaction…

5449

Abstract

Purpose

The purpose of this paper is to investigate whether ISO 9001 certification by banks affects customers' perceptions of e‐service quality (and hence customer satisfaction and loyalty) in online banking services. In pursuit of this objective, the study also investigates: the validity of a modified scale for measuring e‐service quality in online banking services; and the factors that might influence customer satisfaction and loyalty in the context of online banking services (and the possible mediating/moderating effects of customer satisfaction on the relationship between service quality and customer loyalty).

Design/methodology/approach

An online survey is conducted among 428 customers of online banking services in Spain. Exploratory factor analyses, multi‐regression analyses, and Mann‐Whithney U‐tests are utilised to assess the proposed modification of the E‐S‐QUAL scale; the relationships among the constructs of service quality, satisfaction, and loyalty; and whether ISO 9001 certification affects customers' perceptions of e‐service quality (and hence satisfaction and loyalty).

Findings

Three of the four dimensions of the modified E‐S‐QUAL scale are confirmed, and all have a positive impact on customer satisfaction, which, in turn, significantly influences e‐loyalty. The mediating/moderating role of satisfaction on the relationship between service quality and loyalty is confirmed. Contrary to the research hypothesis, ISO 9001 certification does not seem to influence customers' perceptions of e‐service quality.

Practical implications

Managers should consider ISO 9001 certification, even if only for the internal benefits that it promises to provide. Managers must ensure superior e‐service quality (especially with regard to “efficiency”) if they wish to promote customer satisfaction and loyalty.

Originality/value

This paper is one of the first to investigate the impact of ISO 9001 certification on customers' perceptions of e‐service quality. However, the study is limited to a particular sector in a particular country.

Details

Industrial Management & Data Systems, vol. 111 no. 8
Type: Research Article
ISSN: 0263-5577

Keywords

Article
Publication date: 10 August 2021

Sulemana Bankuoru Egala, Dorcas Boateng and Samuel Aboagye Mensah

In this paper, the authors investigated the impact of quality digital banking services delivered during the COVID-19 pandemic on customers' satisfaction and retention intentions.

1750

Abstract

Purpose

In this paper, the authors investigated the impact of quality digital banking services delivered during the COVID-19 pandemic on customers' satisfaction and retention intentions.

Design/methodology/approach

This study combined constructs drawn from the E-S-QUAL and BSQ models to measure the impact of digital banking services on subscribers of digital banking services in Ghana. The study utilized structural equation modeling with partial least squares (PLS-SEM) to analyze 395 responses.

Findings

Results revealed a significant direct effect between digital banking services satisfaction and customer retention decision. The results also revealed that digital banking services quality dimensions such as ease of use, efficiency, privacy/security and reliability impact customers' satisfaction and retention intentions.

Research limitations/implications

Digital banking service portfolios and their quality dimensions vary among banks. This offers an opportunity for banking institutions and other non-bank financial service providers to be wary of the impact of quality service delivery on customers' decisions. This paper makes significant theoretical contributions and practical implications on the relevance of quality digital banking services in customers' retention strategies for competitive advantage.

Originality/value

This study has underlined the significance of quality digital banking services in developing countries. The study underscored the need for banking and non-bank financial institutions to embrace the much-anticipated quality service demanded by customers and the need for continuous service improvement relative to the growing deployment of financial technologies.

Details

International Journal of Bank Marketing, vol. 39 no. 7
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 5 August 2014

Angeliki Vos, Catherine Marinagi, Panagiotis Trivellas, Niclas Eberhagen, Georgios Giannakopoulos and Christos Skourlas

– The purpose of this paper is to investigate risk reduction strategies in online shopping through the perspective of buyer’s trust.

2723

Abstract

Purpose

The purpose of this paper is to investigate risk reduction strategies in online shopping through the perspective of buyer’s trust.

Design/methodology/approach

An explanatory research approach is adopted to identify cause-and-effect relationships between e-quality and customers’ loyalty, satisfaction and trust. This approach is accomplished through field research, which is based on a structured questionnaire that utilizes the E-S-QUAL tool, which is a multiple-item general scale for measuring electronic service quality. The sample is consisted of 92 e-buyers (consumers).

Findings

The field research revealed that three e-quality dimensions, namely, ease of use, customization and assurance, e-scape and responsiveness, have significant positive effects on e-loyalty and e-satisfaction. Regarding e-trust, only customization and assurance exerts a significant positive effect.

Research limitations/implications

The field research provides in-depth understanding of relationships among e-loyalty, e-satisfaction and e-trust. The majority of the respondents are young people living in Athens, Greece, highly educated, with a relative low monthly income.

Originality/value

This study investigates how trust is affecting the consumers’ engagement to e-commerce, suggesting the appropriate security that should be taken to mitigate perceived risks. Reviewing security measures can help reduce risks of an e-company and simultaneously enforce the level of trust and customers' intentions to buy.

Details

Journal of Systems and Information Technology, vol. 16 no. 3
Type: Research Article
ISSN: 1328-7265

Keywords

1 – 10 of 349